Customer Success Manager

Job description

About the Role Join a fast-growing AI-powered B2B SaaS company operating in the construction-tech sector, with a global footprint spanning over 100 countries. The business helps sales organisations in the construction industry identify high-value project opportunities earlier and win more deals through a proprietary Revenue Engineering platform. As a Customer Success Manager , you will act as a strategic Value Engineer for a portfolio of B2B clients — owning the full customer lifecycle from onboarding through renewal and expansion. You will be the bridge between customer outcomes and internal product, sales, and operations teams, driving measurable commercial impact and long-term retention. What You'll Do Lead client onboarding and kick-off programmes designed to deliver fast, measurable time-to-value. Drive product adoption across your portfolio by translating customer needs into scalable best practices. Own commercial outcomes including renewals, upsells, and proactive churn mitigation. Build trusted, outcome-focused relationships with key decision-makers and senior stakeholders. Plan and deliver enablement sessions, trainings, and on-site workshops to raise customer operational excellence. Lead regular business reviews leveraging usage, pipeline, and performance data to surface risks and growth opportunities. Advocate customer needs internally and collaborate closely with the Product team to improve adoption and retention. Identify and develop AI-driven opportunities to accelerate customer value delivery. Contribute to CS playbooks and scalable processes that improve retention and Net Revenue Retention (NRR). What We're Looking For Required: 2–3 years of Customer Success or Customer Success Management experience in a B2B SaaS environment, or equivalent strategic consulting/advisory experience. Demonstrated track record of driving retention, renewals, and commercial expansion within a customer portfolio. Strong consultative mindset — able to translate high-level strategy into practical, operational use cases for clients. Fluency in both German and English (written and spoken) is essential. Comfortable working with revenue-focused metrics and modern sales organisations. Data-driven approach: able to use insights and performance data to articulate and demonstrate measurable customer value. Excellent communication and presentation skills; strong relationship…